Head of EMEA Customer Success

Stripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company and this team manages our most strategic users in Europe. In this leadership role you’ll be responsible for a high-performing team of CSMs across Europe. You’ll lead and coach the team, helping them deliver on ambitious goals, as well as roll up your sleeves to work directly with executives at existing large Stripe customers. You’ll help us set and evolve our Customer Success strategy across the region collaborating with a global team.

We are looking for a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a Customer Success organization and developing a management team. Your influence can have a far ranging impact. This is not the kind of opportunity that presents itself very often. Individuals applying for this role must be entrepreneurial and self-driven with a passion for building something new.

You’ll:

• Recruit, train and lead a team of customer success managers developing a leadership bench over time. -Develop both the long-term vision and strategy for the team building on our global strategy, and drive progress toward key metrics.
• Be accountable for increasing user health, managing day-to-day operations, and scaling the team. Coach, mentor and guide the team in developing consultative and solution-based account skills.
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs.
• Inspire, motivate and enable individual development to promote career growth of direct reports.

We’re looking for someone with:

• 10+ years of customer success or account management experience with 8+ years of people management experience.
• Ability to hire, train and coach a high-performance team
• Ability to support the teams’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships.
• Ability to clearly communicate technical concepts and build strong executive relationships with highly technical customers
• Demonstrated passion for Stripe’s mission

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Please find our EU applicant personal information notice here